Remote opportunity at
BlueVoyantDirector, Customer Experience Operations
BlueVoyant is looking for a Director, Customer Experience Operations to join the leadership team reporting to the Chief Customer Officer. This role acts as a builder…
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About This Role
BlueVoyant is looking for a Director, Customer Experience Operations to join the leadership team reporting to the Chief Customer Officer. This role acts as a builder who connects Deployment, Professional Services, Support, Customer Success, DFIR, and the Security Operations Center into a unified Customer Experience organization. The individual will establish trusted key performance indicators, repeatable processes, playbooks, and clean data systems while managing the program office for the executive operational…
Job Description
BlueVoyant is looking for a Director, Customer Experience Operations to join the leadership team reporting to the Chief Customer Officer. This role acts as a builder who connects Deployment, Professional Services, Support, Customer Success, DFIR, and the Security Operations Center into a unified Customer Experience organization. The individual will establish trusted key performance indicators, repeatable processes, playbooks, and clean data systems while managing the program office for the executive operational plan.
The company operates as an AI-driven cybersecurity firm that defends organizations globally against cyber threats by combining human, artificial, and proprietary intelligence to safeguard networks, digital footprints, and identities. Headquartered in New York City with multiple international offices, BlueVoyant was founded in 2017 by Fortune 500 executives and former government cyber officials. The employer provides equal employment opportunities and complies with relevant non-discrimination laws.
This position is suited for a hands-on operator with extensive experience in scaling global customer experience operations, aligning cross-functional peers, and translating executive strategy into measurable, tracked outcomes. The successful candidate will drive transformation initiatives, implement support structures like a single customer front door, modernize technology stacks, and oversee capacity planning and quality improvement programs.
Responsibilities
- Manage the cross-functional CX initiative portfolio with named owners, milestones, and weekly operating rhythms for executive leadership
- Establish Support as the single front door for all non-SOC requests featuring unified ticketing, severity models, and service-level agreements
- Collaborate with technology teams to direct the CX technology roadmap encompassing ServiceNow, Rocketlane PSA, and Salesforce
- Build a single CX dashboard and executive reporting framework for metrics such as retention, SLAs, and customer satisfaction
- Partner with Deployment to optimize onboarding timelines and design structured handovers to Support, SOC, and Customer Success
- Operationalize service descriptions, contract terms, and entitlements to support new paid support tiers and fair-usage policies
- Lead capacity planning, resource modeling, and span-of-control frameworks across customer-facing teams
- Conduct root cause analysis, after-action reviews, and manage communication processes for outages and incidents
Requirements
- Must have the legal right to work in the United States
- Possess at least 10 years of operational leadership experience in Customer Experience, Customer Success, Support, Revenue Operations, or GTM strategy
- Demonstrate a track record of scaling global CX operations across the US, EMEA, and APAC alongside C-level leaders
- Bring proven program and change leadership experience in executing multi-team transformations
- Show deep expertise in customer health scoring, churn analysis, retention forecasting, and capacity planning
- Hold hands-on experience modernizing CX technology including ServiceNow, Salesforce, PSA tools, and support deflection utilities
- Display strong analytical skills to convert complex data into insights using BI tools like Power BI, Tableau, or Snowflake
Qualifications
- Prior experience working in cybersecurity, MDR, MSSP, or other managed security services businesses
- Background implementing a PSA platform such as Rocketlane or launching customer self-service and AI-driven support deflection
- Experience designing paid support tiers, fair-usage policies, or entitlement models
- Hold a Bachelor's degree or equivalent practical experience
Core Skills
Benefits
- Competitive compensation package
- Comprehensive benefits package covering wellbeing, development, and career growth
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this position?
The posting states that the position is remote.
What type of employment is this?
The role is a full-time position.
What is the salary for this role?
The salary is not specified in the job posting.
What are the work authorization requirements?
Applicants must have the right to work in the United States, and some federal contracts may require U.S. citizenship verification.
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